A
system called "Virtual
Service" is provided for members of the Advanced Support Program.
"Virtual
Service" is a powerful audio and video link, using a broadband connection, between the customer's QCore SuperControl and the Thermwood
service department. When the "Virtual
Service" link is established, the customer can see and talk
to the Thermwood service technician and the service technician can see,
not only the customer, but also all of the critical parameters of the
control. It essentially gives the service technician as much information
as standing in front of the customer's control itself. Through this
link, the control can be diagnosed in real-time while programs are being
executed and corrections can be made. Programming errors can be found
and corrected on-line. Customers can typically handle many mechanical
problems if they are shown what to do, so videos can be launched by
the Thermwood technician to be viewed by the customer. "Virtual
Service" can effectively handle most difficulties and problems
that occur. This
reduces or possibly eliminates a costly service trip, when resolved
by a simple phone call. It provides service in minutes instead of days
or weeks, reducing both downtime and frustration.